CRM information systems are valuable tools for enterprises. But CRM implementation projects are risky and present a high failure rate. In this paper we regard CRM implementation projects as services that could be greatly ...

Customer Relationship Management (CRM) systems have gained notoriety over the beginning of this century. The increasing competitive levels of many businesses have propelled the extensive procurement, implementation and use ...

Nowadays companies are facing a new kind of customer: a customer that expects an immediate answer to their queries, complaints or to anything they wish to express. But, how are organizations actually handling this change? ...

In recent years, the interest on research in Customer Relationship Management (CRM) systems has grown notoriously. Many authors have made individual proposals of interesting topics to be researched around CRM systems, but ...